ENGINEERING SERVICES.

Introduction

Everyone has been working on a process of increasing economic integration over the last decades. European countries began forty years the formalization of economic integration and, despite the natural developments of such complex dynamics, are increasingly integrated around a common market in most of Continental Europe.

Although not as advanced as European, Asian countries have also been integrating their economies in a fast and accurate. The most diverse industrial processes are linked with Korea, Thailand, Malaysia and China. The other major trade bloc in the world is the one that was established via the signing of an FTA between the United States, Canada and Mexico. To the extent that the company has been narrowing their relationship from the technological advances, especially in the fields of transport and communications by electronic means of mass communication, we have been putting aside the strangeness and distance between countries and populations land to convert the planet into a global village.

This conceptualization world that has been popularly known as "blocks". Globalization becomes anachronistic isolationists, makes national

boundaries porous and crystallized forms of organization and economic and social connection unimaginable a few decades ago. The formation of multinational economic space is already one of the inescapable realities of the global economy of the millennium to come.

Based on the book "Engineering Services" will develop the following objectives:

-Know -Think -Establish -Updated

what about the what regarding

is future are

the of the

Engineering services in the

Services market.

competitive strategies are

advantages concerned.

service

Globalization involves "seeing the world as the market, source of input and action space, both for production and for the acquisition and marketing of products.

Is distinguished by increased foreign trade and export of capital, reduced use of raw materials and the most "dematerialization" of the product. Also, aspects of the technological revolution and the processes of automation and robotic production.

The high mobility of financial capital, trade liberalization, foreign investment, the disaggregation of production processes and corporate control remotely and in real time by moving cyberspace.

In recent years the international scene has undergone profound transformations, example of this is the end of the cold war and the rigid ideological schemes, the disappearance of nation states, deterrence, the beginning of an economic multipolarity, the emergence of processes democracy and emerging global issues such as drug trafficking and environmental preservation.

In the late eighties, the bipolar world comes to an end and international forces to demand a redefinition rearrange the world order. Different events as the fall of the Berlin Wall, the disappearance of countries in Central and Eastern Europe, meant a global reorganization.

During the last thirty years the most important trend in the global economy has been on globalization, namely the transformation of a set of interdependent national economies into one global economy with production and marketing processes distributed throughout the world ,

based

on

comparative

advantage

and

global

competition.

The world economy has undergone unprecedented transformation in recent decades. Peter Drucker says in this regard. Large differences in the development of various countries around the world in recent years is due to a number of fundamental changes in the way of producing goods and services. What changed was not just technology that always varies, but the concept of production ceased to be national to become a global process. Hence the term globalization.

The crucial role assumed by the technology factor in international competition. The growing demand for technical and administrative staff with a very high degree of training. The increasing importance of created comparative advantages (education, infrastructure, technology, etc.) in relation to the natural advantages (location, geography and availability of raw materials, for example). All this creates a competitive environment Globalization means that a large number of social economic transactions between agents is made in a multi-territorial region. This region differs from the interstate, where the states as sovereign agents nationwide are interrelated. Global society and the network of interstate relations and presents two realities which, however, are mutually determined. On the other hand to deal with these changes requires a leader to which successful men are contemplated should have a strong personality and feel more motivation to lead. Managers who are highly motivated to achieve very soon decide what they want done and obsessively pursue their goals. They drag others in their race to the finish and do not allow criticism, lack of support or are temporary failure stand in your way. In this multiplicity of changes is important for companies to survive, but to compete to keep the business environment. So it's important for companies to focus efforts for some companies, to a certain type of

customer or doing something specific for many clients, is sometimes reduced costs through higher average service delivery.

Competitive advantages are structured for both small and large companies and are the set of a set of strategies whose implementation depends on the results obtained and want the situation presented the company and its competitors.

For a company that is in position to dominate the market can do so will lower their costs and establish a clear difference in product. The inability departe company to get the achievements listed above would put in a difficult and almost impossible to stay in the competitive market. The competitive realities are the factors against which to test the possible strategies. The actions taken on what the competition may be appropriate, but generally are reactive.

Before confronting against the competition, the strategies should include a determination to create customer value.

The principle is that the more competition, greater need exists to develop competitive advantages among competing companies. This implies a step beyond traditional approaches to marketing issues.

It is important to the value added in the 90 companies, because in some way or other companies to compete. Value added is the element that turns a customer. This indicates that the added value is linked to service and understand this process depends on several factors:

-From the perception that the client has the attributes and functions of what -The is benefit and and makes value that the product receive or the service. product.

customers

-From the customer to see different product in relation to the rest of the competition. In this way you can lower the value added becomes the basis for

formulating strategies to crystallize on the client and, as a logical consequence, results in a different service that leads to competitive advantage. The search for competitive advantage should not be limited to the economic chain, but in industrial sectors, think in terms of technological chain strategy, ie in terms of technological learning has to be fruitful in the short term ( new products, new processes).

So, in the pursuit of corporate excellence, we have confirmed that the real source for competitive advantage lies in the skills and abilities of our managers and executives. They are the source of energy to build the domain Another competitive strategy is essential advantages that arise when a company has certain knowledge domain of productive skills or management of some technology, that make it superior in the production of inputs directed to the manufacture of other products, both intermediate and final.

Service Management is a total organizational approach that makes quality of service, how often the customer, number one driving force for the operation of a business.

The practice of engineering services leads to different data analysis to identify customers and then derive a better understanding both of what we do or fail to do in the quality of services, as customers are not satisfied . Engineering services (IS) is an approach to improve and innovate processes to provide differentiated services and to develop an organization that fosters the creation of customer value and as a result, achieve substantial and sustainable competitive advantages.

The purpose of engineering services is constantly improving care and

services

to

develop

satisfied

customers.

A vision of effective service quality gives an employee only insurance that is their job. An employee who is inspired by the knowledge that it has updated its area of specialization and can ably demonstrate all the skills or mental manuals that his job requires.

Another way to create quality service is hiring people to approach people who like people and giving a vision of service, knowledge about customer needs and support to do their job.

For companies to introduce a proactive mindset is needed, as well as a mindset for excellence and a practice in which errors will not occur in any of the points in the process or work. For this to succeed requires each person to do their job properly.

The service sector accounts for approximately 70 percent of people involved worldwide and of course in Mexico that are the statistics which presents the work show that 7 percent of the workforce is performing service-related activities.

The product is a concept that must be defined carefully, since it is necessary to make clear that consumers need is to find solutions to their problems rather than buy products.

A product is a set of tangible and intangible attributes, including packaging, color, price, quality and brand, but the service and reputation of the seller. Importantly, the product strategy, they must satisfy the wishes and needs civility customers that would otherwise be a dismal failure As a result of inflation in the 70's forcing companies to limit the service to maintain an appropriate price level, they began to see dimly the deterioration of service. Later conditions followed a precipitous decline which led to price wars and more cuts in them.

As a result of the lack of manpower in other areas began to dry up service employees, in turn discovered that top managers replacing workers with computers and self-service systems could greatly reduce costs. The introduction of this new technology if it is true that on one hand increased the profits of companies to increase productivity would also bring with it long term, the deterioration of service. The reaction of the customers are not left to wait before leaving the service, although at first they were very much agree with the self.

Currently it has begun a rejection, with the result that companies have found it necessary to correct this shortcoming and the quality of service is becoming the central point of business.

As a result of the above, the basic point of the company is focused on inventing new ways to attract and retain customers. For this reason it is necessary that the employer finds new methods of product quality and service. Strategic planning is the process of selecting an organization's goals, determine policies and programs to achieve specific goals that lead toward the establishment of goals and the methods needed to ensure that they implement policies and strategic programs .

The business strategies that succeed come not from rigorous analysis but rather a particular mental state that can be called a strategist's mind, the thought of a quarterback is the art of overcoming the enemy, thinking adversary that is trying to do the same.

Engineering services becomes a means to design and implement concrete action plans arising from the strategic or competitive strategy formulation. Engineering services is of significant importance in all actions that directly or indirectly has a connection to the customer, both to create value in the

product

as

well

as

to

improve

the

quality

of

service.

On the other hand, the strategic system is focused on making the right things (effectiveness), while the operating system tries to do well those things (efficiency).

Based on the relationship between strategic planning and engineering services, mission statement should emphasize the quality of service and added value that the company offers its customers.

The mission is derived from the vision, and awakens feelings and emotions in relation to an organization, creating the impression that the firm is successful, you know where you are going and is worthy of our support, time and investment.

It is very difficult, if not almost impossible, to establish a strict classification of types of customers. Customers feel good when they know they have received good service for your money. There is no way to win the goodwill of the customer, if it has not been well treated or service. Keep in mind that customers are the most important vehicle for transmitting the image of the company that planned. Because of their opinions both favorable and unfavorable.

The service engineering work begins with an overview of what globalization is and what it represents to the world the new millennium in terms of business survival is concerned.

It also includes the concept of course of what engineering services and is henceforth going to survive financially and remain in the market firms that are competent and provide better services to consumers taking into account the efficiency and effectiveness.

And is that the revolution in media, systems of production, technological changes in explosives and analyze process have created an external context in which distances are shrinking and the economic times and

that's what called globalization and leading to the liberalization of the economy. In the external context models are not viable market protectionist statism suffocated with giant, regulated in their operations, their selling prices in its conditions and prices they must pay for production factors. Then the traditional model is not feasible or by conditioning the external environment changed radically with respect to the time of its definition. For example, the current economic situation is a necessary reflection of that model sold. Recently we learned about the official figures speak of 1.2% or 1.9% of national economic growth in 1997 and this is just the expected result of this outdated model. Is the result of a slowdown seen in the national economy and against which we can not expect any significant changes until you change the traditional model.

On the other hand the new technologies and management strategies are transforming businesses and markets, roasted as the products and services that are created and sold, the structure and objectives of the company, the dynamics of competition and the rules of success. This means that within the apparent change are beginning to appear rhythms and patterns. We are seeing a new dawn, is building a new economy, a new policy and a new company that is transforming governments, individuals, entrepreneurs and their companies, we are entering the much heralded information economy, the digital economy, the economy of post-modernity. This is the main challenge for entrepreneurs and it is important:

-Competing with intelligence through better service to succeed and achieve -Generate -Achieve technological and leadership better in world a globalized economic economy. order.

sustainable

development.

Bibliography

Manriquez-Picazo, Luis and Engineering Services for Fabian Martinez Villegascrear satisfied customers and achieve substantial and sustainable competitive advantages. Mexico McGraw-Hill, 1991.

-Anduze, Mary Teresa.La future training and customer service. Mexico Editorial Trillas, 1994.

-Imecca.La excellence and continuous improvement. Mexico, 1992

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